ResMan
By Inhabit
ResMan typical implementation process:
Kickoff and Assignment of Project Manager: Once the contract is signed, a dedicated ResMan project manager is assigned to guide your team through the entire implementation process, ensuring clear communication and accountability.
Settings Workshop: The project manager conducts a workshop with your team to configure system settings and tailor the platform to your organization’s specific needs.
Milestone and Timeline Planning: Together with your team, clear milestones and deadlines are established. Weekly status calls and project updates keep everyone on track and informed about progress and action items.
Data Migration and Validation: Data export, migration, and validation are handled either by your internal team or, if preferred, with the help of a certified ResMan implementation partner. This ensures that all legacy data is accurately transferred and functional in the new system.
System Configuration: The platform is configured according to your workflows, compliance requirements, and operational preferences, ensuring a seamless transition for daily use.
Training: Comprehensive training is provided for your team, with options for customized in-person sessions, group training, or online modules. The goal is to ensure all users are comfortable and proficient with ResMan before going live.
Go-Live: After configuration and training, your organization transitions to live operations on ResMan. Dedicated support is available during this phase to address any immediate issues or questions.
ResMan can be customized to fit specific business needs, offering a range of configurable features, dashboards, reporting tools, and integration options. Here are the key data points supporting its customization capabilities:
Customizable Dashboards: ResMan’s BoardRoom dashboard is highly customizable, providing real-time visibility into key performance indicators (KPIs) and allowing users to drill down into specific data points for individual properties or entire portfolios. This enables property managers to tailor their view according to their operational priorities and reporting needs.
Configurable Fields and Reports: The platform supports customizable fields and custom report building, letting businesses adapt data capture and reporting to their specific workflows and compliance requirements.
Workflow Customization: ResMan features configurable workflows, allowing organizations to adapt processes such as lead management, maintenance scheduling, and tenant communications to their unique business practices.
Customizable Templates: Users can create and modify lease templates, rental application forms, and budgeting templates, ensuring that documents and processes reflect the business’s branding and operational preferences.
Integration and Open API: ResMan offers an open API with public documentation, enabling integration with third-party applications and custom-built solutions. This allows businesses to extend ResMan’s functionality, synchronize data with other systems, and automate processes specific to their operations.
Third-Party Integrations: The platform supports numerous third-party integrations, including accounting, payment processing, CRM, and document management tools, allowing businesses to build a tech stack that matches their needs.
Role-Based Permissions and Access Controls: Administrators can customize user roles and permissions, ensuring that team members have access only to the features and data relevant to their responsibilities.
Localization: ResMan supports localization features, enabling businesses to operate in multiple languages and currencies, which is particularly useful for organizations with diverse portfolios or international operations.
Customizable Communication Tools: Mass communication, calendar management, and notification tools can be tailored for specific resident or staff groups, supporting targeted messaging and community management.
Modular Platform: Businesses can select and configure modules relevant to their property types and operational needs, such as affordable housing compliance, marketing, maintenance management, and more.
Self-Service Customization: ResMan provides tools for users to customize their own solutions, including integrations and feature selection, to build a platform that aligns with their business goals.
ResMan provides training and support for new users, ensuring a smooth onboarding and ongoing user experience. Here are the main offerings:
1. Implementation & Onboarding:
Standard Implementation: New users are assigned a dedicated project manager who guides them through configuration, data migration, milestone setting, weekly status calls, and project tracking, following a proven project management methodology.
Consultant-Supported Implementation: For those preferring more hands-on assistance, certified ResMan partners can handle data export, migration, validation, and full system setup.
2. Training Options:
In-Person and Remote Training: Training can be customized to your needs, available both in-person and online for individuals or groups.
ResMan University: An online learning platform offering structured courses, tutorials, and training videos accessible on demand.
Knowledge Hour Webinars: Regular live webinars hosted by the training team, focused on navigating the platform and addressing common user questions.
Knowledge Center: Integrated within the platform, this hub provides user guides, video tutorials, product release notes, FAQs, and a powerful search function for instant answers.
Spotlight Search: Quickly find help articles and resources on any topic within the Knowledge Center.
3. Ongoing Support:
Customer Support Team: Highly responsive support available via live chat, case submission, and callback requests, with a reputation for fast and effective assistance.
Direct Escalation: Support teams have direct access to product and engineering teams for resolving complex issues quickly.
Client Advocacy Partners (CAPs): Each client is assigned a CAP as their main point of contact for best practices, maximizing platform use, and ensuring long-term success.
4. User Experience:
Intuitive Interface: The platform is designed to be user-friendly, allowing new users to become productive quickly, even with minimal prior property management software experience.
ResMan implements multiple security measures to protect user and business data, focusing on both technical safeguards and compliance with industry standards. Key security features include:
Encryption: ResMan uses encryption to protect information stored electronically, ensuring that sensitive data remains secure both at rest and in transit.
Firewalls and Antivirus Software: The platform employs firewalls and antivirus solutions to defend against unauthorized access and malware threats.
PCI Level I Compliance: For payment processing, ResMan adheres to PCI Level I standards, the highest level of security for handling credit card and payment data.
SSAE 18 Compliance: ResMan meets SSAE 18 standards, which require rigorous controls for data security, confidentiality, and privacy in service organizations.
SSL (Secure Sockets Layer): The use of SSL ensures that all data transmitted between users and the ResMan platform is encrypted and protected from interception.
NACHA Compliance: For ACH (Automated Clearing House) transactions, ResMan complies with NACHA rules, safeguarding electronic payments and transfers.
Card Rules and Regulations: The platform follows industry card rules and regulations, further protecting payment data and reducing fraud risk.
ResMan Updates:
Continuous Improvements and User Feedback: User reviews indicate that ResMan is attentive to customer suggestions and regularly considers them for system upgrades and new features. This suggests an ongoing process of updates, with user needs influencing the release roadmap.
Technical Reliability and Enhancements: Reviews mention that ResMan continues to make technical improvements and address integration challenges, implying that updates are released as part of ongoing platform development.
Release Management Best Practices (Industry Standard): Industry best practices for software like ResMan typically involve a release management cycle that includes planning, testing, deployment, and post-deployment monitoring. Updates are often scheduled, and users are provided with instructions or release notes to leverage new features.
ResMan's policy on data ownership and portability is detailed primarily in their Terms & Conditions and Master Subscription Agreement:
Data Ownership: Customers retain full ownership of their property and transactional data contained within ResMan's Subscription Services. ResMan explicitly states that the customer owns all rights, title, and intellectual property rights in their Customer Data, subject only to the limited rights granted to ResMan to use the data for providing services.
Data Portability: Customers may request access to their data at any time. Although the exact mechanisms for data export or portability are not detailed explicitly in the publicly available documents, the Terms & Conditions affirm that customers retain ownership and presumably the ability to access or retrieve their data.
Use of Customer Data: ResMan is granted a limited, non-exclusive, non-transferable worldwide right to use Customer Data solely to provide the Subscription Services, including support and troubleshooting. ResMan will not disclose Customer Data except as required by law or with the customer's permission.
De-identified Data: ResMan reserves the right to use aggregate and de-identified data derived from the use of their services for lawful purposes such as product development and benchmarking, in compliance with applicable laws.
ResMan’s terms for scaling up or down—adding or removing properties or services as your organizational needs change—are governed by their Master Subscription Agreement:
Scaling Down (Reducing Services or Properties):
You may terminate one or more Subscription Services for specific properties at any time after signing the Order Form, provided you:
Pay ResMan the subscription fees for each month remaining in the current term for those services.
Deliver written notice to ResMan at least 90 days before the intended termination date.
In cases where a property is sold or management is lost (a “Change Event”), you can notify ResMan within 30 days, and if approved, the property will be removed from your agreement and your fees will be reduced on a pro-rata basis for that property, effective on the next invoice after approval. The subscription for that property ends at the close of the current billing period, with continued access until then.
The agreement does not explicitly restrict adding new properties or services. Typically, this would be handled by executing a new Order Form or amending the existing agreement to include additional properties or modules. Fees are adjusted accordingly, and you are invoiced for additional recurring or one-time fees as specified in the Order Form.
ResMan reserves the right to increase fees by providing at least 90 days’ written notice before the end of the initial or renewal term.
Additional fees due to regulatory or vendor changes may be passed on to customers with advance notice when possible.
Billing and Access:
Subscription and transaction fees are billed monthly in advance.
ResMan’s contract renewal and cancellation terms are outlined in detail in their Master Subscription Agreement, providing several key data points:
Contract Renewal:
Automatic Renewal: After the initial contract term, ResMan may automatically renew the agreement for additional periods unless either party provides written notice of non-renewal within a specified timeframe (typically, at least 90 days before the expiration of the current term).
Fee Adjustments: ResMan reserves the right to increase fees for a renewal term by providing written notice at least 90 days before the end of the current or renewal term.
Special Fee Adjustments: Regulatory, tax, or vendor-driven fee changes may be passed on to customers at any time, with advance notice when possible.
Contract Cancellation (Termination):
Termination by Customer (Standard):
Customers may terminate one or more Subscription Services at any time after signing the Order Form, but must:
Pay all subscription service fees for each month remaining in the current term for those services.
Provide written notice to ResMan at least 90 days before the intended termination date.
Termination for Sale of Property or Loss of Management (Change Event):
If a property is sold or management is lost, the customer may notify ResMan within 30 days.
Upon approval, the property is removed from the agreement, and fees are reduced on a pro-rata basis for that property, effective on the next invoice after approval.
Subscription services for that property end at the close of the current billing period, with continued access until then.
Termination of Master Subscription Agreement:
If no Order Forms or Statements of Work are in effect, either party may terminate the agreement with 10 days’ written notice.
Termination for Material Breach:
Either party may terminate the agreement if the other party commits a material breach and fails to cure it within 60 days (or 5 days for payment failures) after written notice.
Immediate Termination:
ResMan may immediately terminate the agreement if the customer breaches certain critical sections (such as misuse of the platform or payment services terms).
Termination for Bankruptcy or Insolvency:
Either party may terminate the agreement immediately if the other becomes insolvent, files for bankruptcy, or ceases to do business.
Post-Termination Provisions:
Upon termination, the customer must immediately destroy all ResMan confidential information and technology.
Certain obligations, including payment, confidentiality, and indemnification, survive contract termination.
Suspension of Services:
ResMan software meets several key compliance standards relevant to property management, particularly for affordable and multifamily housing:
HUD Compliance: ResMan is designed to help properties comply with U.S. Department of Housing and Urban Development (HUD) regulations, including RAD conversions and other HUD programs. The platform includes tools for HUD certification validation and error checking before data submission, helping to ensure regulatory accuracy and timely HAP payments.
Tax Credit Compliance: The software supports the Low-Income Housing Tax Credit (LIHTC) program compliance, offering custom tax credit program management and compliance analytics dashboards to monitor and manage requirements.
Rural Development (USDA) Compliance: ResMan includes features for managing Rural Development properties, supporting all USDA eligibility, certification, and monthly reporting requirements. It connects directly with the Management Interactive Network Connection (MINC) for compliance reporting.
State and Local Rental Assistance Programs: The platform is equipped to help properties manage compliance for various state and local rental assistance programs, providing flexibility for layered funding and custom compliance needs.
SOC 2 Type II Compliance: ResMan’s fraud detection and document verification solution, powered by Snappt, is SOC 2 Type II compliant, ensuring a high standard of data security and privacy for customer data.
Fair Housing Compliance: The fraud detection process is designed to be Fair Housing compliant, providing an independent, applicant-agnostic review to mitigate discrimination risks.
ASC 842 and IFRS 16 Compliance: ResMan is compliant with ASC 842 and IFRS 16 lease accounting standards, which are essential for organizations that need to manage leases by U.S. GAAP and international financial reporting requirements.
